We do research to collect data. We analyze data to generate insights.

Independent research backed by one of the world’s premier selling and service brands


The research arm of Miller Heiman Group, CSO Insights is dedicated to improving your organization’s performance and productivity. Our respected analysts provide sales leaders around the world with the research, data, expertise and best practices necessary for developing sustainable strategies that improve sales performance. Although we’re a part of Miller Heiman Group, our research is independent and uninfluenced by any organizations other than the companies we measure.


Our benchmarking capabilities are the industry standard when it comes to delivering behavioral and operational insights for improved performance. They can also provide a holistic assessment of your organization’s selling and sales management effectiveness. Our sales effectiveness reports are read by people across the globe and include:


  • Sales Best Practices Study (published annually)
  • Sales Performance Optimization Study (published annually)
  • Sales Enablement Optimization Study (published annually)
  • Sales Compensation and Performance Management Study (published biannually)
  • Channel Sales Optimization Study (published biannually)

Meet Our Research Team

You won’t find another research team with the multidimensional talent and years of relevant experience of this one. Each member is a pioneer in sales performance effectiveness research. As the research arm of Miller Heiman Group’s global family of companies, we make the most of combining our team’s specialties with the cross-functional capabilities of the larger organization.

Barry Trailer, Research Principal

Co-founder of CSO Insights, Barry is a past president of both Miller Heiman and Goldmine—a world-class sales training firm and a well-known provider of CRM applications, respectively. He has conducted seminars with hundreds of companies around the world, including HP, Sun Microsystems, Oracle and Hitachi Data Systems. Barry co-authored The Sales and Marketing Excellence Challenge: Changing How the Game Is Played and has contributed to the Harvard Business Review. He’s also a novelist, editor and author of numerous white papers on the sales process.

Seleste Lunsford, Senior Director

Seleste Lunsford has consulted with sales and service organizations for more than 20 years, helping them acquire, grow and retain client relationships. As Senior Director of CSO Insights, Seleste helps guide our research focus areas and define our market deliverables. An experienced business leader, Seleste has led a range of product development, professional services and operations functions. She co-authored two books: Secrets of Top Performing Salespeople (2003 McGraw Hill) and Strategies that Win Sales (2005 Dearborn Publishing). She’s also written articles on sustaining sales effectiveness found in Selling Power, Entrepreneur, Chief Learning Officer and PharmaVoice, as well as at DestinationCRM.com and HR.com. She’s proud to have supported some of the world’s most recognized companies, including AAA, Alliance Bernstein, American Express, Arrow Electronics, Citibank, Convergys, U.S. Department of Defense, Office Depot, Traveler’s Insurance, Verizon Wireless and many of the world’s largest big box retailers.

Tamara Schenk, Research Director

Tamara’s expertise as an analyst for CSO Insights is based on more than 20 years of experience in sales, service and delivery in different roles and industries. Before joining our team, she was responsible for T-Systems’ global sales force enablement and transformation team. Tamara’s special focus is establishing frameworks and collaboration models that help sales and sales enablement leaders to navigate sales complexity. She also helps that audience master the transformation from product selling to creating business value for customers. She’s a recognized blogger, speaker and thought leader in the global sales and enablement community and is a regular contributor to TopSalesWorld.

Jim Dickie, Independent Research Director

Jim began his career more than 30 years ago with IBM and Sterling Software before launching two successful software companies. His client work spans multiple industries and includes world-renowned companies: 3M, ADP, GE Capital, Cisco Systems, Corning, Fairchild Semiconductor, Harte Hanks, Federal Express, IBM, Accenture, VISA, HP, Barclays, Rockwell and Intel. He’s a contributing editor for CRM Magazine, CustomerThink and SoftwareMag.com, as well as a contributing author for the Harvard Business Review. Jim is the author of The Chief Sales Officers Guide to CRM and Insights into High Tech Sales and Marketing, and he co-authored The Sales and Marketing Excellence Challenge and The Information Technology Challenge. He’s also served as an advisor to Baylor University’s Center for Professional Selling and as a lecturer at the University of Georgia’s Terry College of Business.

Pat Lynch, Director

Pat has more than 20 years of direct sales, sales enablement/effectiveness and sales consulting experience. He has a wide breadth of experience to that enables him to assess, develop and facilitate sales and marketing strategies that become foundational and sustainable. He began his career working for FedEx and Xerox before founding a computer database management company. He has one passion when it comes to business—support sales and marketing leaders in a collaborative spirit that allows for extraordinary results.

Kim Cameron, Director Studies and Services

Kim has more than 20 years of B2B sales and sales technologies experience. Before joining CSO Insights, she was vice president of professional services at StreetSmarts—a sales enablement technology platform—where she was responsible for developing and providing implementation services and training to customers that included Smith Barney, Premier Healthcare and Bowe Bell & Howell. Kim also served as Miller Heiman’s senior director of product development where she was responsible for developing new training products and improving the overall operations of developing, maintaining, and delivering existing programs.

CSO Insights is the research division of Miller Heiman Group

By combining the best companies in the sales and service industry, Miller Heiman Group has more than 150 years of experience and performance. We purposefully brought together the best ideas, products and teams in the sales and service industry to offer you our Be Ready Solutions. Our products and solutions are inspired by brands such as Miller Heiman, Huthwaite, Impact Learning Systems, AchieveGlobal, Channel Enablers and CSO Insights. We invite you to discover all of our powerful products in sales and service performance, talent assessment, learning management, strategy execution, data and insights. Simply click on the button below and help your sales and service teams Be Ready to sell more and service better.